Crm Analyst Jobs

Business Analyst – Marketing (CRM)

Overall Purpose of the Job: Within a specific business application area, namely the Marketing Customer Relationship Management (CRM) space, evaluates business processes, anticipating requirements and uncovers areas for improvement and the development of systems. Responsible for the methodical investigation, analysis and documentation of the application in terms of the business processes and the information used. Defines the requirements for improving any aspect of the processes and systems and creates viable functional specifications in preparation for the construction of the information systems. Implements change management strategies to drive organisational transformation in CRM Systems. Main Outputs and Responsibilities for this Position: Business Situation Analysis: * Analyses past, present and future business environment. * Analyses business processes to determine problems, bottlenecks, risks and opportunities for improvement. * Creates reports, dashboards and visualizations to understand business performance. * Works closely with systems analyst, other Business analysts, project support analyst, project and work delivery manager to design and implement solutions within constraints. * Provides support and facilitates sessions for end users, e.g. training. Assesses the effectiveness of CRM training programs by monitoring user proficiency and confidence in using the system. * Consults and engages with business process owners, managers and relevant users on feasibility studies and establishing business and systems requirements. * Proactively communicates and collaborates various teams to analyse information needs and functional requirements to deliver the following artefacts that are needed: + Business/functional requirement specifications + Wireframes + Workflow/Process flow diagrams + Data Models + Building of Prototypes * Conducts detailed analysis based on business problems that exist and/or opportunities identified. * Recommends the appropriate action required to address business changes in conjunction with impact-aware thinking in terms of the broader ecosystem * Designs and maintains regular status reports to management on status and other metrics. Business Process Improvement: * Reviews processes and conducts process audits, as required. * Designs new business processes or adjustments to existing ones. * Formulates plans and guidelines to improve the business environment. * Facilitates the implementation of new or enhanced processes. * Consults to management (both IT and business) on business procedures and policies. * Documents and agrees processes and procedures in place. * Updates, implements and maintains procedures. * Gathers critical information and produces reports. * Manages competing resources and priorities. Marketing (CRM) Optimization \& Support: * Keeps track of system downtime and outages to ensure system availability. * Measures the percentage of CRM users actively using the platform to understand user engagement. * Measures how well the CRM system integrates with other business applications and tools to enhance data flow and process efficiency. * Optimizes and implements (new) data processes and systems. * Maintains CRM data tools, reporting, and dashboards. * Produces and delivers standard (monthly, quarterly, and annual) and customized CRM reports. * Responds to data requests on an ad hoc basis by gathering, analysing, and reporting relevant data from various sources. * Upholds CRM data integrity by monitoring and ensuring the accuracy and consistency of input data. Audits CRM data and troubleshoots irregularities. Ensures compliance with data protection (POPIA) regulations by monitoring data security and privacy within the system. * Tracks the time and effort required for data entry into the CRM system across all channels within the ADvTECH ecosystem for the purposes of streamlining data entry processes to reduce manual workloads. * Develops \& maintains a data glossary. * Ensures that the master data maintenance and quality assessment is done to uphold good data quality. * Measures the extent to which the CRM system is meeting organization needs including automation and partners with Marketing on system upgrades and analyses. * Evaluates the return on investment for CRM-related projects and improvements. Calculate the financial impact of CRM investments on ADvTECH’s financial performance. * Addresses a high volume of system-related activities in a timely fashion while maintaining a high level of quality and internal customer satisfaction. * Works closely with the systems analyst, analyst programmer, project support administrator, other Business Analysts and project/work delivery managers to design and implement the best possible solution within the constraints of the tools available. * Manages change control process and quality assurance. * Leads design of reporting and dashboards. Extracts, validates, and analyses desired data. Consults with leaders to establish data metrics needs. * Conducts root cause analysis and dispatch to scrum teams for resolution. * Stays up to date with latest process and IT advancements to automate and modernize CRM systems. CRM Metrics Monitoring: * Tracks the percentage of leads generated through the CRM system that ultimately convert into paying customers. Does this in collaboration with the relevant Marketing/Sales Managers, as well as the Group Digital Marketing Manager (Lead Conversion Rate). * Measures the percentage of existing customers retained over a specific period (Customer Retention Rate). * Monitors the impact of the CRM system on sales revenue. Tracks how much revenue is generated, at a high-level, from leads and opportunities managed within the CRM. * Analyses the speed at which leads move through the sales pipeline, from lead gathering activity to conversion. (Pipeline Velocity). * Measures the average time it takes to resolve customer enquiries within the CRM system. This should be mapped against the performance within the customer ticketing system, FreshDesk (Time to Resolution). * Analyses the conversion rates at different stages of the sales funnel within the CRM to identify bottlenecks and areas for improvement. (Conversion Rate by Sales Stage). * Calculates the costs incurred to acquire a customer using CRM-driven marketing and sales efforts, in conjunction with the relevant Sales/Marketing managers and the Group Digital Marketing Manager (Cost of Customer Acquisition CAC). Requirement Definition \& Management: * Investigates and defines requirements for business processes. * Communicates and validates requirements with relevant stakeholders. * Documents requirements including data modelling, interface layouts, data flows, screen and report layouts, etc. * Documents defects. * Documents system enhancements. * Records business requirements and prioritise system changes with Brands. * Prioritizes initiatives based on business needs and requirements. * Takes Business process requirements and recommends how to flex the technology to enable the process. Acceptance Testing: * Undertakes System Testing. Tests systems and user acceptance and implements changes or new applications. * Ensures all testing protocols are adhered to. * Test Automation. * Creates Release notes. * Reviews the test plan and test scripts to ensure quality and coverage. Stakeholder Relations: * Solicits feedback from CRM users, internally as well as ADvTECH’s customers to assess their satisfaction with the system’s features and functionality. * Influences stakeholders to support business projects. * Provides front line support to end users responding to issues related to Problem/Incident Management, Release/Deployment, Operational Readiness, Application Monitoring, Production Governance related to issues. * Renders support and facilitate sessions for end-users, including training serving as liaison between business needs and end users. * Provides direct support and coaching to all levels of managers and supervisors as they help their direct reports through transition. * Attends and reviews management meetings with brands monthly. * Participates in Customer service review meetings with Brands. * Provides business with a monthly review of services provided and status of planned changes and enhancements. * Carries out activities related to incident and problem management. * Handles escalations from business and is the lead with regard to Problem Management. Project Management: * Participates in projects as required, ensuring that project/department milestones/goals are met and approved budgets adhered to. * Works closely with Program Manager where projects need to be managed to define project plans and timelines and ensure adherence to agreed project methodologies. * Escalates issues in a timely manner, suggesting improvements and proposing solutions. * Collaborates with various teams, as necessary. Education: * ITIL Foundation. * Ideally bachelor’s degree in (Information Systems, Informatics, Computer Size or Information Technology) - NQF 7 or bachelor’s degree in (Accounting) - NQF 7 Experience: * 3 to 5 years’ experience as a Business Analysis. * 1 to 3 years’ experience in management as a team leader or above level. * 1 to 3 years’ experience with Marketing; CRM Systems. * Experience with Microsoft SQL, Power Apps, PowerBi, DevOps and Azure are advantageous. * Experience with analysis and modelling of complex business processes. * Experience with writing requirements specification for large sized Information Systems. * A track record in Software Development. * End to end experience of the project lifecycle.

CRM Analyst

From $60/yr

CRM Analyst – Hanes Brands - Melbourne * Permanent full‑time role with a tailored career plan and strong learning \& development programs * Generous product discounts across our iconic brands , with flexibility to work 1 day from home each week * A collaborative culture with a genuine commitment to sustainability Support the CRM, Loyalty and Personalisation team by owning execution, data requests and operational workflows, enabling faster delivery, reduced reactive workload, and improved campaign accuracy. At the core of this role is making CRM work better, faster and smarter . You’ll be the operational backbone of the team — translating business questions into insights, turning briefs into flawlessly executed campaigns, and ensuring data, audiences and workflows are set up for success. From building and QA’ing customer journeys and SMS campaigns, to creating high-quality segments, reporting on performance and supporting testing, you’ll bring structure, accuracy and momentum to everything the team delivers. You’ll also keep a close eye on workflows, priorities and platform issues, proactively resolving problems and removing friction so the team can stay focused on impact. What You’ll Bring * 1-2+ years’ experience in CRM, lifecycle marketing, loyalty or customer marketing, ideally within retail or eCommerce * Hands-on experience using a CRM or marketing automation platform, such as Dotdigital, Salesforce Marketing Cloud, Braze, Klaviyo or similar * Experience working with customer data, including behavioural and transactional datasets and segmentation * Experience executing and QA’ing email, SMS, push and automated customer journeys * Analytical skills, with the ability to interpret campaign performance to produce clear and actionable insights * Strong Excel skills and experience using Power BI or an equivalent reporting tool * Understanding of A/B testing, control groups and test-and-learn methodologies * Exceptional attention to detail, problem-solving and organisational skills, with the ability to manage multiple priorities and deadlines * A proactive, collaborative team-first mindset, with confidence working and presenting to key stakeholders across eCommerce, Marketing, Retail and Brand teams What's in it for me? * Amazing working culture, structured training \& development programs, genuine internal career pathways … * Huge staff discounts! Enjoy up to 60% across all brands in the Hanes portfolio … we're talking about huge savings on Bonds, Sheridan, Bras N Things, Berlei – and more! * Sample sales and extended family and friends discounts * Regular free skin checks, flu shots, Employee Assistance Program, fresh fruit delivered on-site * Access to awesome perks, including corporate discounts, novated car leasing, , Parental Leave Program * Monthly business updates from our CEO and Senior Leadership Team, with regular presentations from our community partners * Company-wide “Golden Yarn” Reward \& Recognition Program * “Lunch \& Learn” sessions, with topics including financial management and health \& wellness * Established and committed LEAN organization offering on-going training to all employees Who are we? Hanes Brands Australasia is home to some of Australia’s most iconic names – Bonds, Berlei, Sheridan, Bras N Things and more. We’re part of Hanes Brands Inc, a global powerhouse and one of the world’s largest apparel manufacturers. With 18 brands in our portfolio, thriving e-commerce sites, a rapidly growing store network, and strong wholesale partnerships, we’re shaping the future of everyday comfort. The best part? Aussies love what we do – and the future looks bright! Cultivating a diverse and inclusive workplace … Here at Hanes Brands Australasia, we are focused on cultivating a workplace that is diverse, inclusive and vibrant. In fact, we know both our workplace culture and business are only strengthened by our differences. We encourage our employees to bring their true selves to work and support them to reach their full potential both personally and professionally. Therefore, we warmly welcome people of all genders, races, ages and abilities or any other backgrounds or differences to apply to work with us. If you are ready to make a significant impact in a dynamic and fast-paced environment, apply now to join our team.

Customer Insights Analyst (CRM and Loyalty)

From $32/yr

Customer Insights Analyst (CRM and Loyalty) (Fulltime/Part-time, 32-38 hours per week) As a CRM \& Loyalty Analyst, you will play a key role in helping Action better understand its customers and strengthen customer engagement, retention and long-term customer value across Europe and the United States. You will transform customer, transactional, campaign and loyalty data into actionable insights that help us understand who our customers are, how they behave and how we keep them engaged. Working with tens of millions of customers across multiple markets, your analyses will directly support customer-centric decision making and help shape customer growth, CRM and loyalty initiatives. This role combines broad customer analytics with a deep understanding of CRM and loyalty. You will help identify opportunities to improve customer engagement, strengthen loyalty participation and create more relevant customer experiences for both loyalty members and customers who are not yet fully engaged with our loyalty proposition. You will work in a cloud-based analytics environment where Databricks serves as the central platform for customer data, analytics, AI and reporting, enabling you to transform large-scale customer data into business impact. This role is ideal for analysts who enjoy combining hands-on analytics, reporting and stakeholder interaction while contributing to customer growth and loyalty ambitions. This is your daily action As our CRM \& Loyalty Analyst, you will be part of the Customer Acquisition \& Activation Value Stream, where customer growth, engagement and loyalty are central themes. Within this value stream, you will work closely with marketers, CRM specialists, product owners and customer experts to improve how we acquire, activate, engage and retain customers. At the same time, you will belong to the Customer Insights Chapter, giving you access to a broader community of analysts, data scientists and analytics professionals. This setup allows you to combine deep business involvement with strong analytical development and knowledge sharing. You won't be doing this alone. You will work alongside another CRM \& Loyalty Analyst, creating a strong analytical partnership within the value stream. Together, you will divide priorities, challenge each other's thinking, share best practices and help shape the future of customer analytics at Action. In this role, you will: * Support the Customer Acquisition \& Activation Value Stream with insights that drive customer growth and engagement. * Develop a deep understanding of customer behaviour and customer value across the full lifecycle. * Translate customer, CRM and loyalty data into actionable business insights and recommendations. * Drive the development of customer analytics capabilities, frameworks and measurement standards. * Evaluate and improve CRM, customer engagement and loyalty initiatives through data-driven insights. * Develop a complete customer view by connecting data across channels and touchpoints. * Enable data-driven decision making through reporting, dashboards and self-service analytics. Partner with business stakeholders to identify opportunities for customer growth, engagement and long-term value creation. * Some examples of your tasks: * Analyze customer purchase behaviour and identify drivers of frequency, spend, retention and customer value. * Build customer segments based on behavioural, demographic and transactional characteristics. * Evaluate CRM campaigns, measuring engagement, conversion and incremental business impact. * Compare the behaviour of loyalty members and non-members to identify opportunities for programme improvement. * Investigate which customer groups are most likely to become active loyalty members and what drives participation. * Develop customer lifecycle dashboards and reporting to monitor customer health across markets. * Support A/B testing for customer journeys, CRM communications and engagement initiatives. * Partner with Marketing and CRM teams to optimize audience selection, channel effectiveness, and campaign performance using our Customer Data Platform (CDP). * Identify churn risks and retention opportunities through customer analytics. * Create clear management summaries and recommendations based on customer behaviour trends. * Combine CRM, transactional, loyalty, digital and research data to develop a complete customer view. Meet your team With tens of millions of customers across Europe and a growing international footprint, understanding customer behaviour is becoming increasingly important to support Action's ambitious growth plans. Our challenge is unique: one brand, one format, and millions of customers across Europe and the United States. Every day, we use data and insights to help Action become more customer-centric and continue delighting customers wherever we operate. Customer Insights is a key function within Action. The team combines customer analytics, CRM insights, market research and advanced data capabilities to build a deeper understanding of our customers and support better business decisions. In this role, you will operate in a modern product and analytics organization. You will be embedded in the Customer Acquisition \& Activation Value Stream while also being part of the Data \& Analytics Chapter. This combination ensures strong business involvement, close stakeholder collaboration and continuous professional development. You will work directly with another CRM \& Loyalty Analyst, helping teams make smarter, data-driven decisions around customer engagement, loyalty and growth. This is you You are naturally curious and enjoy uncovering patterns in customer behaviour. You have a strong analytical mindset but also understand how to translate data into clear recommendations that drive business action. You enjoy working with large datasets, collaborating with stakeholders and solving complex customer-related questions. In addition: * 3-5 years of experience in customer analytics, CRM analytics, loyalty analytics, marketing analytics or a related field. * Experience analysing customer behaviour, retention, lifecycle, engagement or loyalty metrics. * Strong analytical skills and experience working with large customer datasets. * Experience with SQL and modern analytics platforms such as Databricks. * Experience building dashboards, reporting solutions and scalable analytical frameworks. * Ability to translate complex analyses into practical business recommendations. * Experience measuring the effectiveness of CRM, marketing or customer engagement initiatives. * Knowledge of customer segmentation methodologies and customer lifecycle frameworks. * Familiarity with experimentation, A/B testing and statistical analysis techniques. * Experience with CRM platforms, customer data platforms (CDPs) and customer data environments is a plus. * Experience with Pyspark, Python, Databricks and advanced analytics techniques is a strong plus. * Comfortable presenting findings to both technical and non-technical stakeholders. * Fluent in English and comfortable working in an international environment. * Experience in retail, e-commerce, FMCG, loyalty or consulting is preferred. In addition: * At least 3 years of experience in Retail or FMCG * Strong commercial affinity with Buying and Category Management * Experience working with (promo) data, dashboards, and analytics tooling * Digital affinity: comfortable analysing online engagement and digital promotion performance * SQL/Python or similar analytical skills are a plus * Excellent command of Dutch (both oral and written) What we offer Surprisingly much! From our international headquarters in the Netherlands you have an impact on what happens in our stores across Europe. We welcome more than 22.5 million customers every week in more than 3,400 stores in 16 European countries. We have great growth ambitions. For Action and for you. Because our growth means that you can always take new steps. A different position, an interesting innovation project, new skills: you can continue to develop as a professional. And all this in a culture where our shared values are truly lived: customer focus, teamwork, simplicity, discipline, cost conscious and respect. Did you know that you can also count on us for: * A market-based salary based on a 38-hour work week * 24 days of holiday and the option to buy 5 extra days (based on 38 hours per week) * A temporary contract with the intention of offering you a permanent contract in the long term * Flexible working hours and the possibility of working up to 40% from home, of course in coordination with your team and manager * 15% staff discount on your purchases at Action * A good pension scheme and travel expenses allowance (Zwaagdijk-Oost is traffic jam-free and only 30 minutes by car from Amsterdam) How we contribute to society If you only know Action from our stores, working here opens up a different world. There's a lot happening behind the scenes, including how we work to make a positive impact. Our Action Sustainability Programme (ASP) sets out clear ambitions and goals across four pillars: People, Planet, Product and Partnership. See where we stand today on sourcing, energy and packaging: company.action.com/planet-new. And meet the causes we back, including SOS Children's Villages: company.action.com/partnerships-new. Curious what else we're doing? Join our team and find out for yourself. Interested? We are proud to be an inclusive employer, and we warmly invite anyone who recognises themselves in the vacancy to apply. So take action and respond to this vacancy now! What happens next: * Response to your application within 14 days (and usually earlier) * Introductory call with your recruiter * First meeting with the manager and a colleague * Second interview with your recruiter, among others * There may be an online assessment (or assignment) to get to know you better Welcome to Action… * Throughout the process, your recruiter is your permanent point of contact and is available to answer any questions you may have. Integrity is very important to us. Pre-employment screening is therefore part of the process for this vacancy. Ask your recruiter for more information.